Sunny
Granbury,#2UPDATE Employee
Mon, March 24, 2008
I've worked for West since 10/05 as both I(ndependent) C(ontractor) and work at home employee. I can honestly say that the work at home employee experience has been the superior of the two. I began with West as an IC working the OD project and later certified for the DR project. All training time was unpaid and an IC was paid wages only for active call handling. For example, an IC is scheduled for a 2 hour shift and handles calls for 35 minutes of that shift with 1 hour and 25 minutes of inactivity. The OD project paid .20 cents a minute and DR pays .17 per minute. If working the OD project the IC would be compensated with $7.00 for 2 hours of work. If working the DR project the IC would be compensated with $5.95 for 2 hours of work. Now as an employee an agent is guaranteed their state's federal minimum wage per hour whether or not the agent is actively processing calls. so in the same situation of 2 hour shift with 35 minutes of call handling an agent in Texas will be paid $11.70. Hopefully this scenario explains why work at home employee is superior to IC. In case the previous scenario han't convinced you let me give another example. Agents must train for the different projects and as an IC the training period is uncompensated. My current project, which is VERY lucrative, has about a 40 hour training period. I trained as an IC and received no paid compensation for my 40 hour effort. After the employee conversion agents now receive 40 hours at minimum wage. So in Texas an agent receives $234.00 before tax for training on this project. As opposed to the $00.00 I received for training on this project. I had in fact complained in May 2008 about the extensive and time consuming training which was neccessary for the skill and the fact that training time was uncompensated. The scam was the bestowal of the title IC on work at home customer agents. I thought the conversion was probably to make sure that agents are authorized to work in the US and that many ICs were failing to pay federal income tax. After finding many websites talking about employers bestowing the title of Independent Contractors on their employees to avoid providing benefits and filing taxes for their employees I now understand why West made the conversion: to avoid a lawsuit. As far as customer service goes, customers tell me I'm the nicest and most knowledgable agent who has assisted them. Work at home agents is the future of call centers. Consumers complain when their calls are handled by agents outside of the US not because they care about saving American jobs but because when they want customer service they want an agent who speaks their language and understands the workings of the US. The future of call centers is Virtual and the consumer will be better assisted and by far happier. PS~next time I'll tell you about what sort of company you are supporting every time you pay for cheap junk at Wal~Mart. Not just the way they mistreat employees but how Wal~Mart mindlessly consumes and throws out fixtures, merchandise, and other horror stories. Also, how they are trying to destroy the last vestiges of organized labor in California and Wal~Mart's active efforts to put their competition out of business with merchandise produced by the Third World. Until then, Ciao! Amirah